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How a Closed-Loop VoC Process Moves the Needle on Contact Center Metrics
As one of the nation’s leading diversified health care benefits companies, serving close to 40 million people, the customer experience has far-reaching impact on company success. Learn how the organization has evolved its VoC program to a closed loop customer feedback process, improving the callers’ experience by using their feedback to drive down repeat calls and focus on actionable service recovery issues.
Jessica Harrelson-Bostick, Bill Rose
Sr. Consultant and Project Lead, Business Analyst and Project Lead